Procare Solutions
Position Overview
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Customer Support Specialist
role at
Procare Solutions .
About ChildPlus ChildPlus is the original and most widely used Head Start data management system. ChildPlus Software, a Procare Solutions company, has been focused on making the best Head Start software available since 1985, offering top‑notch support and multiple training options with a dedication that can’t be beat. Based in Atlanta, Georgia, ChildPlus Software’s goal is to simplify the day‑to‑day challenges of Head Start and early education operations with outstanding software, service, and support.
Role Description The Customer Support Specialist will be responsible for completing Customer Requests through HubSpot Tickets. Using telephone, email, chat and meetings, the specialist will be required to complete tickets in a timely manner, identifying the customer’s issues and utilizing troubleshooting, research and excellent communication skills to resolve each ticket.
Responsible for delivering service and support to clients via telephone, e‑mail, chat, and appointments
Communicate professionally and effectively in client interactions
Provide technical assistance and guidance in all aspects of the software
Ask probing questions to obtain an accurate understanding of client’s needs
Research and provide possible solutions using analytical, problem‑solving, and organizational skills
Troubleshoot and escalate all potential issues appropriately
Accurately document all internal and external communications in a timely manner
Review open cases daily and complete follow‑up weekly
Conduct peer reviews and peer audits as needed
Provide backup reception duties for phone, email, appointments, and chats as needed
Follow all departmental processes and procedures
Perform additional office, documentation, customer service, and special project tasks as required
Ideal Candidate
At least 1 year of customer service experience
Strong interpersonal, relationship building and active listening skills
Ability to multi‑task, set priorities, and manage time effectively while providing outstanding customer service
Flexible, detail‑oriented, self‑starter that is a highly motivated quick learner
Must possess exceptional communication, analytical, problem‑solving, and organizational skills
Ability to handle complex/stressful situations with a high level of professionalism
Strong team orientation with a focus on collaboration
Bachelor’s Degree preferred or equivalent work experience
Experience using HubSpot, Slack, SharePoint, and DevOps
Excellent verbal and written communication skills in both English and Spanish
Familiarity with client ticketing systems, VOIP, appointment, video, and chat software
Experience with SQL, DevExpress, collaboration software, data visualization, messaging, API, and integration tools
Technical writing experience
Knowledge of Head Start/Early Head Start
Experience using ChildPlus Software
Benefits
Excellent comprehensive benefits packages including medical, dental, & vision plans
HSA option with employer contributions
Vacation time, holidays, sick days, volunteer & personal days
401K Plan with employer match and immediate vesting
Employee Stock Purchase Plan
Employee Discount Program
Medical, Dependent Care, and Transportation FSA Plans
Company paid Short and Long‑Term disability and Life Insurance
Tuition Reimbursement and continued Professional Development
Fast paced, high energy workplace environment in prime downtown location
Regular company provided meals
Location This position is based in our Atlanta, GA office. We are currently in a flexible hybrid in‑office/remote working model based on business needs. Candidates must be willing and able to work from our Atlanta, GA office a few days a week.
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
Industries Software Development
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Customer Support Specialist
role at
Procare Solutions .
About ChildPlus ChildPlus is the original and most widely used Head Start data management system. ChildPlus Software, a Procare Solutions company, has been focused on making the best Head Start software available since 1985, offering top‑notch support and multiple training options with a dedication that can’t be beat. Based in Atlanta, Georgia, ChildPlus Software’s goal is to simplify the day‑to‑day challenges of Head Start and early education operations with outstanding software, service, and support.
Role Description The Customer Support Specialist will be responsible for completing Customer Requests through HubSpot Tickets. Using telephone, email, chat and meetings, the specialist will be required to complete tickets in a timely manner, identifying the customer’s issues and utilizing troubleshooting, research and excellent communication skills to resolve each ticket.
Responsible for delivering service and support to clients via telephone, e‑mail, chat, and appointments
Communicate professionally and effectively in client interactions
Provide technical assistance and guidance in all aspects of the software
Ask probing questions to obtain an accurate understanding of client’s needs
Research and provide possible solutions using analytical, problem‑solving, and organizational skills
Troubleshoot and escalate all potential issues appropriately
Accurately document all internal and external communications in a timely manner
Review open cases daily and complete follow‑up weekly
Conduct peer reviews and peer audits as needed
Provide backup reception duties for phone, email, appointments, and chats as needed
Follow all departmental processes and procedures
Perform additional office, documentation, customer service, and special project tasks as required
Ideal Candidate
At least 1 year of customer service experience
Strong interpersonal, relationship building and active listening skills
Ability to multi‑task, set priorities, and manage time effectively while providing outstanding customer service
Flexible, detail‑oriented, self‑starter that is a highly motivated quick learner
Must possess exceptional communication, analytical, problem‑solving, and organizational skills
Ability to handle complex/stressful situations with a high level of professionalism
Strong team orientation with a focus on collaboration
Bachelor’s Degree preferred or equivalent work experience
Experience using HubSpot, Slack, SharePoint, and DevOps
Excellent verbal and written communication skills in both English and Spanish
Familiarity with client ticketing systems, VOIP, appointment, video, and chat software
Experience with SQL, DevExpress, collaboration software, data visualization, messaging, API, and integration tools
Technical writing experience
Knowledge of Head Start/Early Head Start
Experience using ChildPlus Software
Benefits
Excellent comprehensive benefits packages including medical, dental, & vision plans
HSA option with employer contributions
Vacation time, holidays, sick days, volunteer & personal days
401K Plan with employer match and immediate vesting
Employee Stock Purchase Plan
Employee Discount Program
Medical, Dependent Care, and Transportation FSA Plans
Company paid Short and Long‑Term disability and Life Insurance
Tuition Reimbursement and continued Professional Development
Fast paced, high energy workplace environment in prime downtown location
Regular company provided meals
Location This position is based in our Atlanta, GA office. We are currently in a flexible hybrid in‑office/remote working model based on business needs. Candidates must be willing and able to work from our Atlanta, GA office a few days a week.
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
Industries Software Development
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